Why Customer Intelligence Is Dropping Dashboards
This week’s CX analytics round-up examines AI-driven intelligence, data governance, observability and the transition to real-time decisions.
Francesca Roche · 24 Sept 2026
Why AI Can Be Right and Still Get CX Wrong
Discover how human oversight can strengthen AI service performance beyond basic resolution-rate measurement.
Francesca Roche · 23 Sept 2026
The Three Pillars of Customer Intelligence: Context, Governance and Action
Explore this week’s customer analytics trends, from AI-driven action and unified signals to governance, context and omnichannel intelligence.
Francesca Roche · 18 Sept 2026
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 16 Sept 2026
Customer Intelligence Is Entering Its Action Era
Salesforce reportedly explores a $2BN Listen Labs deal as OpenAI pushes AI safety rules and Sprinklr advances AI-powered intelligence.
Francesca Roche · 10 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
“Trust Is Broken”: Why AI Shopping Must Prove Its Answers
Learn how trusted data, retrieval controls, and human handoffs can help commerce teams build more reliable AI shopping experiences.
Francesca Roche · 25 Aug 2026
ChatGPT vs Claude vs Copilot: Which is the Best Starting Tool for Marketing?
Which AI chatbot is best for CX marketing? Explore where ChatGPT, Claude, and Copilot support teams and where they fall short.
Francesca Roche · 17 Aug 2026
Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 10 Aug 2026
Context Decay Could Be Your AI’s Weakest Link
Learn why enterprise AI needs current business context to make reliable decisions across customer service and operations.
Francesca Roche · 6 Aug 2026
SAP's CMO on Why Brands Are Sitting on a "Dark Data" Time Bomb
SAP Engagement Cloud CMO on why 43% of Gen Z using AI agents to buy is forcing brands to rethink how they act on customer data.
Rhys Fisher · 24 Jul 2026
AI Can Make Service Faster, But Can It Make It Feel More Human?
AI customer service is moving quickly, but customers are not asking brands to replace empathy with efficiency. That is the tension at the heart of ServiceNow...
Rob Wilkinson · 13 Jul 2026
"Your AI Shouldn't Own the Relationship" The CRM Relationship Trap
Learn how to improve your AI-led CRM, reduce sales friction, and keep trust central to customer engagement.
Francesca Roche · 10 Jul 2026
Contentful's Palmata Puts Brands Back in the AI Driver's Seat
As AI reshapes customer discovery, Contentful's Palmata gives CX leaders control over their brand's AI-generated reputation.
Francesca Roche · 23 Jun 2026
Avaya and avatarin Extend AI CX Into Physical Service Environments
Avaya and avatarin integrate platforms to improve continuity, context, and coordination across customer experience ecosystems
Francesca Roche · 27 May 2026
Your Customer Data Model Isn’t Wrong. It’s Too Rigid to Reflect How Customers Actually Behave
Struggling with CX? The problem isn't with your customer data, it's with your customer data modeling strategy.
Rebekah Carter · 13 May 2026
Your Customer Intelligence Isn’t Missing Data. It’s Missing Context at the Exact Moment It Matters
You don't need more data to improve CX, you need contextual customer intelligence. Here's how to get it, the right way.
Rebekah Carter · 11 May 2026
The AI Fix for Vanishing Customer Journeys
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explore why customer journeys break down...
Christopher Carey · 15 Apr 2026
HubSpot Launches AEO Tool and AI Updates to Push Context-Aware CRM Strategy
HubSpot unveils AEO and AI agents to help teams optimise visibility, sales activity, and customer experience with context-aware data.
Francesca Roche · 14 Apr 2026
Google Cloud and Nokia Simplify Mobile Network Access for Developers
Google Cloud integrates Nokia’s Network as Code to simplify developer access, automate network tasks, and enhance telecommunication CX.
Francesca Roche · 3 Mar 2026